Customer Success Consultant
Granicus | Professional Services | Washington, DC
The Govloop Customer Success Consultant will report to the Senior Customer Success Manager and will be located in Washington, DC. The Customer Success Consultant's primary responsibility is to manage current and future media partners (75+) on a number of different engagements and ensure projects are carried out above and beyond expectations. Together, the entire business development division is responsible for supporting our media partners. Additionally, the Customer Success Consultant supports internal operations by acting as project manager on sponsored projects.
The ideal Customer Success Consultant is detail oriented, organized, data-driven, a skilled communicator and committed to providing exceptional customer service to our clients.
GovLoop's mission is simple: connect government to improve government. We aim to inspire public sector professionals to better service by acting as the knowledge network for government. GovLoop serves more than 300,000 members by helping them to foster collaboration, learn from each other, solve problems and advance in their government careers.
What You'll Do:
-Work closely with the Customer Success Manager and CSC team to ensure delivery of all revenue generating programs
-Maintain positive relations with corporate clients by meeting their expectations on various engagements
-Manage and provide timely follow-up to client inquiries via email, phone and in-person communication
-Manage and analyze product performance and provide improvement suggestions on a regular basis
-Manage the creation of ROI reports summarizing campaign, overall metrics and engagement using analytics tools such as Marketo and Google Analytics
-Manage production timelines on all sponsored projects
-Review content and design drafts on sponsored projects
-Help communicate client expectations and needs to internal team
Who You Are:
-You have 2+ years of work experience ideally with a client facing role
-You have previous customer service experience
-You have strong project management skills
-You have excellent written and verbal communication skills with ability to comfortably lead client calls
-You have exceptional attention to detail
-You are happy multi-tasking in a fast-paced, dynamic, high-growth environment
-You are able to prioritize and manage time efficiently
-You have experience thinking through problems creatively
-You have experience using project management tools (like Trello, Basecamp or CRM’s like Salesforce) preferred, but not required
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.